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Thread: pip formal complaint what next

  1. #1
    Member
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    pip formal complaint what next

    i made a formal complaint about one thing that went on at the assessment. But in the reply they have tried to get out of it by changing the wording. i would say they have moved the goal posts. so can i take this further or do they just get away with it.

  2. #2
    Senior Member
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    For your reading https://www.turn2us.org.uk/Benefit-g...a-PIP-decision

    Initial response

    The DWP will phone you to discuss your complaint. If they can’t get through, they will send you a letter.

    If you are not happy with the initial response, you can ask that your complaint goes to a Complaints Resolution Manager. When a complaint goes to a Complaints Resolution Manager, it is called a Tier One complaint.
    Tier One complaint

    After the Complaints Resolution Manager has received your Tier One complaint, they will phone you within two days to update you. After they have phoned you, they will deal with the complaint and you will hear from them again within three weeks (or 15 working days).

    If you are not happy with the response from the Tier One complaint, you can ask that your complaint goes to a senior DWP manager. When a complaint goes to a senior DWP manager, it is called a Tier Two complaint.
    Tier Two complaint

    After the senior DWP manager has received your Tier Two complaint, they will deal with the complaint within three weeks (or 15 working days). They may phone you to discuss your complaint. They will send you a letter to which is the final response to your complaint.

    If you are not happy with the response from the Tier Two complaint, you can take your complaint to the Independent Case Examiner (ICE), which is separate from the DWP. You can find out how to take a complaint to ICE on the Independent Case Examiner page of the gov.uk website.
    Last edited by joss; 10-07-2019 at 10:22 AM. Reason: more detail

  3. #3
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    Thank you very much for that info.

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